Company Description

Life at Grab

At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia.

Job Description

Get to know the team

As part of the Merchant Operations team, customer centricity and operational efficiency is our utmost priority. We strive to provide our partners the best delivery experience through curating seamless procedures, a quick turnaround time, and the execution of high-quality work.

Get to know the role

• Providing technical assistance and troubleshooting support for Point of Sale (POS) systems.
• Resolving hardware and software issues related to POS systems.
• Collaborating with vendors or internal IT teams for escalated technical issues.
• Documenting POS support processes and procedures for future reference.
• Providing regular updates and communication regarding POS system status and changes.
• Ensuring smooth POS operations to optimize merchant operation experiences.
• Exploring and evaluating possible product enhancement based on market feedback gathered from Ops Perspective.

The Day-to-Day Activities

• Merchant-as-Customer Support

  • Provide prompt and professional support to merchants and Collaborative Partner via ticket-based email and live chat.

  • Address and resolve merchant inquiries and issues related to omnicommerce product features, account setups, and platform functionality.

  • Explore temporary workaround to fulfill Merchants’ Business-As-Usual success while awaiting permanent resolutions.

  • Escalate complex issues to the appropriate internal teams and follow up to ensure timely resolution.

• Technical Assistance & Simulation

  • Assist merchants and Collaborative Partner with technical issues, including troubleshooting and guiding them through solutions.

  • Conduct User-Acceptance-Tests and simulations on feature updates and technical bugs.

  • Collaborate with the Technical Support and engineering team to address more complex technical problems.

• Merchant and Partner Education
• Assist in conducting and coordinating education sessions towards Merchant and Collaborative Partners to help them maximize the use of our products, services and available resources with self-serve in mind.
• Documenting Support Processes (SOP) as part of education materials and future references.

• Account Updates and Management

  • Build and maintain strong relationships with merchants and collaborative partners to ensure the long-term success of all parties.

  • Monitor and maintain merchant accounts to identify and address any potential requests / issues proactively.

• Feedback and Improvement

  • Collect feedback from merchants and collaborative partners to identify common issues and areas for improvement.

  • Assist Team Lead on evaluating feedback and suggestions to implement system enhancements based on merchant feedback.

• Reporting and Analytics

  • Provide regular updates to the Team Lead on the status of merchant accounts and support activities.

  • Report to Team Lead on any unusual / irregular ticket behavior based on the usual day-to-day experience.

Qualifications

The Must-Haves

• Able to work in rotating shifts and weekends
• Excellent communication and interpersonal skills
• Structured understanding of operational processes.
• Fluent in written and spoken English and Bahasa Malaysia (Mandarin is a plus)
• Start-up attitude – willing to work / learn hard to get things done.
• Independent Worker – able to work with minimal supervision while adhering to strict operation SLA.

The Nice-to-Haves

• Experience in the POS Industry is a plus.
• Experience in basic Food & Beverage Industry / Retail Industry is a plus.

Additional Information

Our Commitment

We recognize that with these individual attributes come different workplace challenges, and we will work with Grabbers to address them in our journey towards creating inclusion at Grab for all Grabbers.